[Help] Caller ID not passing on Blind trasnfer

[frequency]

Hi,

I have a query. When the agent makes a blind transfer to the closer, the caller id is not passing through but shows as V111111111xxxx. 3 Way CallerID in the the campaign(s) are selected as Customer. The call is being transferred within the servers, not to some external number therefore should pass the callerid. The voip trunk does allow passing the callerid ofcourse.

Running the latest VERSION: 2.14-583a. BUILD: 161226-2224, 2 servers E3-1270v3, 32g ram, 240x2g SSD, scratch installed.

[mflorell]

This is a configuration issue, but to identify the problem, you will have to explain every step you are doing to transfer this call, and the path that the call is taking.

[frequency]

We have setup an ingroup for closer and campaign to do consultative transfer. The thing is though, it works fine when we do a 3-way transfer but Callerid disappears when we do a blind transfer. The transfer is sourced from a different servers (like 6-7 servers running as a single and multi-servers - they are both 2.12 and 2.14 servers).

This is only happening when making blind transfers and not during 3way transfer.

[mflorell]

If they are separate servers then there isn't much you can do, because a Blind Transfer just forwards the original call(using the campaign CallerID) and can't change the active call CID. But, a 3way call creates a new phone call and can set the CID to whatever you want when the 3way is initiated.

If you were on a single cluster with multiple servers this could be handled by using the CLOSER handle method allowing the incoming In-Group to identify the lead directly and maintaining the lead information after the transfer. But, that cannot be done across separated VICIdial systems.

If you are sending these transfers to the same number every time, an option on the fronter clusters might be to blind transfer the calls to an in-group that is using an always-closed Call Time(start and stop time both 2400), then set the After Hours Method to EXTENSION, and the After Hours Extension to the number you want to transfer to, and the Action Transfer CID to CUSTOMER. That will cause the CID to be altered to the customer's phone number before being sent out.